When working with an online community, where do you start? This presentation looks at two scenarios: building a new community from a blank slate, and finding existing communities to work with. Both offer their own advantages, and have different pitfalls to watch out for. These tips will help you to avoid common problems and get off to the best possible start.

1. WORKING WITH
ONLINE
COMMUNITIES
Ben Leong

2. ABOUT ME
- COMMUNITY MANAGER @ QUIIP (SME & GOVERNMENT CLIENTS)
- PhD IN PROGRESS via RMIT & SMART SERVICES CRC
- OVER 10 YEARS EXPERIENCE MANAGING FORUM COMMUNITIES
!
Email: benl@quiip.com.au | Twitter: @morsla

3. TWO SCENARIOS
1
2
CREATING A
WORKING WITH
NEW COMMUNITY
EXISTING COMMUNITIES

4. BENEATH THE
SURFACE
• PLANNING
• MODERATION
• ASSESSMENT
• EVALUATION
Image: http://www.flickr.com/photos/horiavarlan/5124249670/

5. WHY?
are you
establishing a
community
WHO?
WHAT?
are the members
you want
to attract
do you
want to
achieve
STRATEGY MATTERS!
HOW?
will you achieve
your objective
and purpose
WHERE ?
will the
community
be located
WHEN?
does the group
need to be
activated

6. SCENARIO 1:
CREATING A NEW COMMUNITY
Image: http://www.flickr.com/photos/myboogers/5625827126/

7. WHY BUILD A
COMMUNITY?
• LONG-TERM ASSET
• CONTENT & CONTROL
• BETTER ABILITY TO ENGAGE WITH MEMBERS
• BETTER MODERATION FUNCTIONALITY
• USER-GENERATED CONTENT
• CUSTOMER SUPPORT

8. ARE YOU
REINVENTING THE
WHEEL?
Image: http://www.flickr.com/photos/noshit-mag/4605220117/

9. DON’T BUILD A
GHOST TOWN
• CREATE A CULTURE
• SET THE TONE
• CREATE A WELCOMING SPACE
Image: http://www.flickr.com/photos/amylovesyah/4434437966/

10. WATCH FOR COMMON
PITFALLS
• TOO MANY CHANNELS
• GROWING PAINS
• HIJACKED DISCUSSIONS
• MODERATION ISSUES
Image: http://www.flickr.com/photos/komponisto/1250485784/

11. SCENARIO 2:
WORKING WITH EXISTING COMMUNITIES
Image: http://www.flickr.com/photos/jamescridland/613445810/

12. WHY WORK WITH EXISTING
COMMUNITIES?
• AVOID WASTED EFFORT
• FIND AND ACCESS EXISTING RESOURCES
• GRASSROOTS ENGAGEMENT
Image: http://www.flickr.com/photos/dcoetzee/8444406962/

13. WHERE IS
EVERYBODY?
• UNDERSTAND YOUR TARGET AUDIENCE
• FIND RELEVANT COMMUNITIES
• LOOK FOR SIMILAR PLACES

14. MAKE YOURSELF
HEARD
• RELEVANT CONTENT
• PRESENTED IN THE RIGHT PLACES
• TO THE RIGHT PEOPLE
Image: http://www.flickr.com/photos/fulbert05/2403344636/

15. MINIMISE
BACKLASH
• OBSERVE BEFORE JUMPING IN
• UNDERSTAND LOCAL CONTEXT
• ADD VALUE

16. 6 COMMUNITY MANAGEMENT TIPS
START
SMALL
KEEP IT
SIMPLE
BE
STRATEGIC
GROW
ORGANICALLY
ADD
COMPLEXITY
AS NEEDED
REVIEW
AND ADAPT
YOUR PLANS

17. THANK YOU & GOOD LUCK!
Image: http://www.flickr.com/photos/15132846@N00/8197868606/

18. QUIIP.COM.AU | @QUIIP
SWARMCONFERENCE.COM.AU | @SWARMCONF